Cebu Pacific Air
reviews and complaints

Good Day,

I would like to ask for your consideration because last May 25, 2018 (Monday) I was booking a flight from Bacolod to Manila with booking reference NDV4QJ under Jennifer and Alyannah Alde. I was not able to pursue the transaction due to credit card OTP required. I cancel the booking and booked another transaction.

The new transaction with booking ref GFJKRD using my husband credit card. I was alarmed when I check my credit card, it was charged on my card.

I already called up yesterday to the CEBU PAC Customer Service for the reversal of any one booking and waiting for the feedback. But now, I cant connect to the hotline number.

Waiting for your response.
Thank you.

im compalining about my cargo 15 box of fighting cocks 24 pcs of fighting cocks, i reseve my booking at 4pm flight 787 june 23, 2018, , when i got there lot of process, but my papers are complete and they said the flight will be 6pm, , so when i call the hotline at 7:45pm if the plane landed at butuan already, they said no because the flight moved to 7:47 pm so i told them why they did not inform us its live animals., the customer service said its safe if anything happens just call them back, so i call them after 15 minutes they told me the flight changes again to 8:05 so evrytime i called the flight changes ..so my uncle got our cargo before 12 mid and 3 of my fighting cocks are dead so they filed a complain and im also filing complain because my fighting cocks are expensive

It has come to my attention that somebody or someone has been using my name in booking going to singapore or other countries. The use of my name is unauthorized. Do you have any way of verifying that the person who is booking has been authorized by the person booked? Further, could you please give me any information who booked using my name? Pls reply thru my email account: [protected]@yahoo.com or you can call me at [protected]

I booked my flights with reserved seats so ofcourse there was an additional fees especially when I have a 4 month old child with me. I booked our seats at the back near the toilet so that it wont be difficult for me to change nappies or watsoever.

My husband was the one who checked us in the counter, He didnt realized it neither because he thought it was automatic and when board the plane I was surprised we were seated on the middle. I complained to the stewardess that "excuse me we paid for a reserved seat at the back" and she just told me, "you should've told the counter upon checking in" My husband and I was not aware of it neither. But we thought it would be on your list. maybe?. Or It should be automatic that there should be a special endorsement that we had paid researved seats. like for example ordering a meal? I think I dont have to stress it out because I was already seated and I was holding unto my child. so I just let it go because maybe the plane was full. but upon seeing it, the back portion was empty and some passengers just take that seats because it was empty and that seats was supposedly ours. because we paid for it. 🙄 The stewardess should have been polite too. 🤦🏼‍♀️ but she just told me "why didn't you told the counter upon checking in" I wish she would have told me "we'll find a way for that mam" or at least give us that seats if it was otherwise empty. 😞I learned In the future, I will no longer pay any unecessary additional if it will not be use otherwise.

Hello, My name is Joan Arolfo im really sorry to trouble you in this matter but this is my last resort to be heard hopefully.I just booked flight for myself amd my sister from manila to Hong Kong. I added check-in baggage for myself going to hong kong and back to manila. And so i paid and saw i was charged for the my baggage going back and forth mnl-hk hk-mnl...but when i saw the iteneray and receipt emailed to me. The baggage was put both me and my sister and both from Hong-Kong to manila. As soon as i found out i tried calling your customer service but it was still closed. I waited til 7am philippine time and called. I explained what happened while i was booking to the customer representative and telling her the difficulty i had while booking. She told me that she will take a look at my booking and after that she told me that i will be charge of a certain fee. I told her that the problem is not on my part because i kept clearing the dot on my sisters' name and other add ons that are automatically checked.when she kept insisting her side and raising her voice on me i told her that i want to talk to her supervisor or manager. She kept putting me on hold on and off and telling me the supervisor or manager is busy . She was really rude and i told her she can listen to the recording so she could listen or anyone could be the judge if she is rude or just really mean. She kept bragging that she has been working there for 2 years now what making me sound stupid. I told her its not right to put a customer on hold for so long in my casa a total of 1 hour and 20 mins plus the 20 mins we spoke explaining my matter.After 1hour and 40mins on my cellphone trying to fix this matter i did not hear anything they just placed me on hold and i just decided to hang for its getting late here in NY. I'am very disappointed and i dont deserved to be treated that way. She is very rude and arrogant.Kindly listen to your recordings and judge for yourself.

On 11th June we had a flight (5J 636) booked for 2.30pm from Puerto Princesa to Manila in the Philippines.

When arriving at the airport to drop our bags off, a lady working for Cebu Pacific informed us that she was going to put us on the earlier flight scheduled to leave at 12.50pm (5J 648) as there was a delay coming out of Manila due to bad weather. She said 'although this flight is delayed, it will leave before your original flight'. We instantly thought great and was grateful for her actions.

We were waiting in the departure lounge for the plane to arrive and both planes scheduled to leave at 12.50pm and 2.30pm arrived more or less at the same time. We assumed that because we were now on the 12.50pm (5J 648) flight, we would leave first. However, that was not the case!

Not only did our original flight (5J 636) leave first around 3.15pm, we had to wait a further 60 minutes for flight 5J 648 to leave meaning it left about 4 hours after it's scheduled time. We were very upset because we expected to leave first and are angry that we watched our original flight leave without us on it. I explained the situation to the staff members checking tickets and was told they couldn't let anyone else on the plane. A few minutes later a couple was called and let on the plane who I assume took our seats as they were originally booked on the 12.50pm (5J 648) flight. After further delays, we finally boarded our plane and was shocked to see that the plane was much smaller than the one we originally booked. We were not informed of this when checking in and no partial refund was offered either.

All boarding passes are attached for your information.

We are expecting compensation for this as we were given false information, had no control over the situation and experienced huge inconvenience.

I would like someone to reply to me to explain what is going to happen next and to also inform staff not to promise something if it can not be delivered.

Thanks,
Helen Francis & Ashley Cooke

June 13, 2018

To whom it may concern:

Greetings!

I am Sulbert Orcullo, Filipino, 64 years old and currently working here in Bangkok Thailand as a singer-artist.

Last May 12, 2018, me and my family is on a morning flight via 5J 930 at 9:35 am, bound for Manila from Suvarnabhumi Bangkok. As I get to NAIA, I collected my baggages from hand carries to checked ins but maybe because of tiredness and lack of sleep from the wedding function I catered the previous night until 2 am in the morning, I forgot my saxaphone. Although I am still at the airport vicinity when I remembered, so I immediately went back at the customer service with my checked in baggage slip with my used ticket and told them my concern. They told me that I did not check it in. So I thought maybe I left it at Suvarnabhumi Bangkok airport. As soon as I went back to Bangkok, I had a series of appointments with te airport Thai police and airport security department to track down the whereabouts of my lost baggage. Finally, I had the chance to view the CCTV and found out that I actually brought the saxophone with me as I entered the designated gate for the flight that morning. And I remember, the staff from the main check in counter at the gate collected it from me.
Again, me and my family boarded 5J 930 last May 12, 2018 at Suvarnabhumi Bangkok airport bound fir Manila at 10:10 at gate C9 with a boarding time of 9:40 with seat number 52D - as the baggage slips attached to (actually my wife's name seat number, AMORSOLO/MARGIE).
By the way, I attached my brother-in-laws name and phone number on top of my saxophone - SYLVESTRE AMORSOLO, MANILA PHILS, CEL# 09xxxx1211. So I am wondering why up to this date, he never received any call from Cebu Pacific?

Me and family is a frequent flyer of Cebu Pacific and we sing for Tourism Events in Thailand through Datin Melissa Ong, Tourism Coordinator of the Philippines for Malaysia and Thailand and we promote not only the Philippines but Cebu Pacific and Philiipine airlines as well. you can check my wife's facebook account - Margie Uy Amorsolo - we started singing for It's More Fun in the Philippines tourism drives in Bangkok, Thailand from 2013 to present.

In this regard, may I ask your kind office to please help me with my lost baggage? I am using it in my work and used it many times to promote Cebu Pacific airlines. Hoping for your fast action and consideration regarding my concern.

P.S. I can send you the copy of the CCTV the Thai Airport Police provided me.

Godspeed,
Sulbert Avila Orcullo
@margie. [protected]@yahoo.com

Booking LKUPQR

I called twice to customer service to request to cancel the meals and travel insurance that were availed by mistake. This was realized after the tickets have been purchased. It Hasn't been 24 hours and this should be considered. My request was declined - of course, it's a money making service and guaranteed sale already. But where is the customer service? Instead of helping and granting the request, you prefer to keep the 7, 500.00! And make the custom

Wed, June 6, 2018 13:30 H(NAIA) terminal 3: I would like to complain the disordely and long queues on the check in baggage counter and also the delayed flight, the scheduled 1 pm flight took off around 4:10 pm already, i hope you guys look on to this because many of your customer are not happy with there time being wasted for waiting very long time

Booked under 5J617 on June 7, we boarded the aircraft and were held inside for more than 1 hour without any advise of the delay. Later on we were informed that we needed to transfer to another aircraft which took also so much time. After another waiting, we were informed that our flight is CANCELLED at the decision of Tagbilaran airport. Without further explanation, we were instructed to proceed to the counters in the departure area to solve our issues. Our understanding of the situation based on a flight attendant's brief description is that Tagbilaran airport said we lost our slot for landing since it has been a long delay in Manila so they cancelled our flight. Whose fault is that?!

After standing in line for too long, I was given options by the ground staff. I chose to wait for the 1pm flight with NO ASSURANCE that we will get in the flight. On the other hand, we were provided a night's stay in a Go hotel, with transportation and meals provided. All of it to cover up for 1 day wasted in waiting and the anxiety to go on a break with my family that is almost a fail already because of this already shortened break.

This trip has long been planned and paid for. Apart from the stress and anxiety and all the waiting that we had to endure in the airport, my one-night in the hotel reserved in Bohol is already FORFEITED because of this delay, just because CEBU PACIFIC addresses technical issues right on the schedule of the flight. HOW EFFICIENT IS THAT!

I want to be reimbursed of this forfeited one-night hotel stay in the amount of Php9, 641.66 . I can provide documentation should it be required. Clearly this is CEBU PACIFIC's fault and I cannot let almost P10k of my hard-earned money just go to waste!

I was cancelling my flight ADM4UG and your call agent was giving me different informations regarding the amount of my penalty for cancellation. I was waiting for the refund and until now it was not processed and I called June 2 the agent did not mentioned that the penalty amount disclosed was incorrect, only now June 4 I found out and until now it was not resolved. I am very disappointed, please improve your service and information accuracy specially if your dealing with USA costumers, the government here strictly follow the Consumer rights. I hope my case can be reserved immediately. Thank you.

Regards
Clarissa del Valle

Airline is a big rip off, i went in australia 2016 i chosen to book a fly+bag+meal but on my itinerary the meal i paid for was not even included. Then i booked my mum flight same as i thought it might be the travel agent mistake as to realized your ripping a lot of people for choosing this, as the meal never show on their itinerary even they pay for it, so because its not on the itinerary when they ask for the food they pay for they wouldnt give it as it wasnt in any prunt saying they have paid for it on their booking

May 20, 2018
+[protected]
Delayed flight 5J 929 6:15 am Manila to Bangkok
Your company should pay all the damages that I encountered yesterday.

I already asked your staff yesterday to help me because I have a connecting flight, then your staff told me that they will coordinate to Bangkok regarding the problem. So that time I calm down. But when I arrived in Bangkok no one assisting us there. Your company neglected us.

I was on my vocation with 4 flights of Cebu pacific 1/ KUL to MNL 1:30am delayed to 4 am 2/ MNL to IAO fine 3/ IAO to Cebu 12:55pm delayed to 3:05pm 4/ Cebu to MNL got an email from them for the flight delay from 1:40am to 3am . In totally, I got 3/4 flight delayed . Imagine if I could enjoy my trip while I couldn't sleep and wasted time to wait for Their flight delay.

I have contacted Manila call center to ask for a refund for a flight schedule that they have changed due to operational reasons, but the agent and supervisor refused to help me because they said I accepted the change. I may have accepted the change or my boyfriend to this regard, but they did not inform me that it is a one-time courtesy policy only.
Now that I need to cancel the booking they wont let me cancel as well they said I am not entitled to that?
I have the right to a full disclosure and to receive accurate information of any changes that will take effect in my booking and clearly I did not receive this.
I was not even treated fairly over the phone, agents just ignoring my concern and in fact was put on hold for 1 hour on 2 different days just to talk to a supervisor. Supervisors Renz EMP ID #1678515 and Patricia Santos EMP ID# [protected] promised me a callback but until now I haven't heard from them. Truly a huge inconvenience on my part, I was just recently diagnosed of Stage 2 Throat cancer and clearly you guys aren't helping me on the phone will seriously lead me to a poor and worse health condition. I tried calling back yesterday without luck I used up all my phone credits(I am calling from UAE) but still no resolution and its been almost a week.
So with this I am officially filing a complaint due to lack of information from Cebu Pacific staff, lack of customer service support, unprofessional services (because when my boyfriend accidentally accepted the changes there was no courtesy phone call made to me just to ensure that the booking has been accepted by me, or maybe my account was hacked whatsoever)
Before, whenever changes are made, they give me a phone call and e-mail me.

I am filing a complaint to the Civil Aeronautics board to because Cebu Pacific has not provided me accurate information and refused to process a refund for a mistake they have committed.

To whom it may concern,

I am writing to you because I need to make a complaint about our flight last 6th of March 2018. I booked a flight to Cagayan de oro and our flight is supposed to be at 11am but they canceled it on the day. We recieved the email and it was too late cause we already check in. They transfered us to Philippine Airlines but me and my husband wasnt happy about us paying for the excess baggage. This is supposed to be your concerned and should have done something to help us. No one helped us about the excess baggage and no body cared. I am not very happy with your service. I will email this to the Presedent of the Philippines Mr Duterte and tell him about our experienced on Cebu Pacific.

Yours sincerely,
Annaliza Mendoza

I am Jazier Syting, booked a flight from Davao to manila date May 8, 2018.. I told the ticketing agent to book me a ticket Flight for Davao - Manila in the afternoon but instead she book me in 3:25 am in the morning, when I saw the electronic ticket I thought that it was right that she booked me in the afternoon.. but they have no information that You are using military time.. when I go to the airport to complain about what happen to my flight, cebu pacific has no Designated person that you can talk.. they keep pointing to go to other person.. I pay 4047 for my fare but they directly tell you sorry its forfeited.. they don't have proper trainings how to have the empathy to there costumer.. the worst thing is, I always fly cebu Pacific air and You are "Always Delayed mostly I waited for 3 hrs but I dont rebooked or complain to the company.. but now its my turn that I have this trouble but You company don't even listen to me! The crew has no proper attitude in facing costumer problem.. my 4047 air fare is like is Like im putting in the Hole.. I am OFW I work hard outside the country and you are waisting my money.. I hope that you will cater my problem.. and I hope I can receive email from you.. [protected]@yahoo.com

Good evening cebupacific. I am in rage over one of your agents attitude towards me and my sister at sm city iloilo this after noon. We were not accomodated well and she even raised voice towards me and my sister. Plus rolling her eyes.
Me and my sisters booked 3 tickets to manila on may 7, 2018 online and was about to pay this afternoon at 7 eleven buut it says the code was invalid. We went to sm to rebook a flight, if needed, or maybe find a way why such thing happened(since i book tickets all the time and pay at 7 eleven). So we went to cebu pacific at sm city iloilo..we were there around 4:50 pm this afternoon, may 8. I asked the first csr i saw behind the counter and elaborated the situation. She asked if how many numbers were in the reference number so i showed her the number on my sisters phone. And impolitely answer that the code is for bank payment. She was already so rude in answering us back. I asked if what bank should we pay it for and she said "ara lang na dira xng booking nyu. Tani gncheck nyu pag book nyu" (its just there in your booking, you couldve checked it when you booked). Her tone was so impatient.there we are trying to find out a way so we can pay the ticket and she didnt even explained or lend a hand to help us check it. What we did was asked if we can book a ticket again...and when i adked what time is available she didnt even put an effort in the time s available but pointed on the list which is very near to her.. So we decided on the time, but this girl was busy using her phone while we were there. We didnt rebook the flyt since its waay extra than the booking we were tryng to pay. So iaskedher again if what we can do with tjis...she couldve explaind it further to us so we will be able to understand and find a way for the booking...she was raising her eyebrows unto us on every question we ask...
My sister asked for her name and rudely answered why should my sister get her name..so i asked for suggestion sheet or comment sheet whoch i can write my complain and received the same answer...she was so rude to the customer. If you are a CSR, you should never raise your voice to the customer no matter what...we were so calm when we approached her...we were worried not to book the flight. She couldve done better.
Sir. I have been a CSR agent so i know how should a customer be treated.please look into this agent named cyrene at sm city iloilo branch of cebu pacific.. I dont want other customers be treated the same way we were...

This is a death case matter, I put a refund since February 2018 after I forwarded all necessary information or paperwork with follow up E-mail and multiple phone calls, the last E-mailed I received from claims Department that my refund was approved and I will be refunded in full, this is Dated March 23rd 2018, two weeks ago I started calling them to find out when the refund returned and every person told me that the money has released since April 5th 2018, but nothing shows in our credit card. One stage the control number I need but every time I call they said still waiting but 24 to 48 hours this is several times now they told me that there's a cut off time. If the money has been released why they didn't put it on our Card. And why . When I booked my tickets they told me that there's no problem with our refund because it's a DEATH CASE MATTER. It took them 5 minutes to charge me.

I E-mail again to claim Department but they won't respond. Is anyone I can Re -this matter.

Yours Sincerely
Carmelita Miller
+[protected]
[protected]@hotmail.com

During Bording we encounter a very rude and negligent employee of cebu pacific by the name of Amabelle Cruz. We are group of nine including children and senior travelling to Tagbilaran from Manila. Upon boarding i given all our bording pass and Valid IDs to Amabelle Cruz. But due to last minute changes into boarding gate we are not all together. However, everyone in close by. She distributed all our boarding pass to all of us by calling our name but hold our valid IDs on the counter. She rudely said that we should be together. We expalined that is it last minutes changes in our bording gate and also immediate boarding. She again replied in a rude manner that the previous boarding gate is only temporary. Despite the fact that we are not informed of the temporary boarding gate during check in for us it is not too much of a big deal only if we not encounter a very rude Amabelle Cruz. She then let me board the flight together with my two kids even without even looking at our valid ID that still on the counter. When i ask her about our ID considering it is a very important documents, it is our passport she replied saying she will give it to the last passenger bording in the same group. It is very very dangerous of her letting us board the flight without even looking at our ID, she only check our boarding pass. Who knows It could be a different person. It is very dangerous. When the last person in the same group handed her the boarding pass after few other passenger not included in the group board the plane that is the only time she look at all the 9 IDs. Unless she have photographic memory which I highly doubt, how can she guarantee the safety of all the passenger on the flight. If I am not mistaken the purpose of final checking prior to boarding is to make sure that the bording pass corespond with the valid ID and that the person is the right person. I am extremely disappointed that such a big company with a big reputable name on the industry employed such a very rude and negligent employee that putting hundreds of passenger and crew in danger. One of the 9 could be a terrorist holding the boarding pass of different person. Small mistake in this field can cause hundred life. And we are trusting you with our lives and the lives of our love ones. This is not the first time I am flying with Cebu pacific and most of your staff in my previous flight is very cautious with their job in making sure of the safety of all the passenger. That is why i am very disappointed with employee like Amabelle Cruz which i strong think that she is not going to be a valuable member of your team.